Greg Fleck Email & Phone Number

Jacksonville, Florida, Us

Technical Manager, Support Professional, Vendor Manager, Information Purchasing Manager and Network Administrator for an innovative and competitive Technology provider focused on World Class support to customers. A commitment towards exceeding customer expectations and optimizing business processes through analysis and business measurements to enhance a company seeking to meet the needs of customers in a fast-paced production environment. Results oriented professional with experience transforming successful Information Technology market analysis, strategic proposal development, business initiatives, and product integration/implementation into measurable business results. A leader and implementer of continuous improvement using ITIL and Six Sigma methodologies to enhance technology driven results. Experienced, hands-on client-facing manager with current and relevant technical skills as well as certifications, staunch believer in personal responsibility to keep up with technology changes and skillset. Experienced in vendor management to maximize investment and opportunity, cost and compliance with a multitude of software vendors including depth of knowledge in Microsoft licensing both on premise and in the cloud.Experienced in “Director” roles and responsibilities including annual, 3 year and five year departmental budgets. Experienced "people" manager, able to handle the various issues that arise from different personalities within teams and departments. A reliably calm and pragmatic leader able to bring reason and information into any interaction and foster mutual agreements.Experienced in Operating System, Office suite migrations and the challenges presented, hands on in depth knowledge of migration, image deployment through MDT/WDS/SCCM, application compatibility and “shimming” outdated applications into current operating systems. Experienced in Azure AD Connect and Microsoft O365 administration for identity management and license assignment.

Watersound, Florida, Us

Manager of customer support spanning three teams. Responsible for Helpdesk, Network Infrastructure and Field Support teams providing information services for all JOE corporate and resort holdings. •Reduced acquisition costs by reviewing current vendor contracts, maintenance agreements, service levels, and initiated competitive bids from alternate vendors resulting in a reduction from 14% to 2.5% above vendor costs.•Created reporting of “Metrics that Matter” based on the Information Services SLA to track and report impact of implemented Standard Operating Procedures.•Defined and documented Information Services SLA including hours of operation, escalation procedures, response times, emergency processes, gross staffing models, and responsibilities.•Developed and implemented an accurate asset inventory procedure including to assign and track hardware assets allocations.•Interviewed and made hiring decisions for new technology employees across all support teams.

Jacksonville, Florida, Us

Coordinated asset management and monitoring of expenses against hardware and software allocations, accountable for design recommendations, installation, configuration, security, and maintenance of all Incepture Learning Solutions LAN/WAN servers including ISA, Share Point, and Storage Area Network servers.•Designed and implemented Incepture’s technology infrastructure to meet various lines of business while maintaining appropriate risk profiles (e.g. levels of security) and ensuring compliance with all BCBSF and HIPPA requirements. Negotiated vendor pricing including service contracts, and made recommendations for the acquisition and standardization of equipment within a planned budget while meeting stringent Microsoft hardware level lV requirements.Developed Standard Operating Procedures outlining step-by-step instructions to consistently troubleshoot and resolve issues ensuring minimal customer downtime and reduced support costs.

Blue Cross Blue Shield of Florida, Technology Administration & Support, Desktop Support Services•Provided leadership for improving cost effectiveness of purchased services by identifying redundancies in services and/or costs. Primary responsibility to provide the highest level of Tier ll support to 1800 desktop/laptop customers located at the Riverside Office Complex and satellite locations in Miami, Florida, Baltimore, Maryland, and Meriden, Connecticut.•Developed mentoring and leadership to the desktop team for on-site servicing of hardware, software related problems and diagnosis, and complete equipment rebuilds. Integrating new team members to current processes, and established training milestones. Researched best practices, designed proposals, and gained leadership approval for new Team Technical Training. Certified Help Desk Instructor responsible for training, certification, and implementation of industry best practices.